4. PORTING number: Case ID: Request number: Name: 3. CASEWORK/ IPORT/ Leonida L. Rep ID: 1456635 PORTING: CASE: Request number: 2. 806-577-9493 PORTING 8063177079 Case 2225605696 REQ 6529025216444863 Fraud Protection - Customer must OK port ****************** ADVISEMENT: Once we received a confirmation from your old service provider, your number transfer request will be completed immediately but it may takes up to 2 hrs. You need to save your important voicemails that you want to keep because your old voicemail box will be deleted and u need to set up a new one. You will also received a confirmation text message from T-Mobile, once you received it kindly power cycle your device by turn it off and turn it back on so that changes will take effect. Lastly, this call might disconnect once the process is completed but you don't need to worry its just part of the process. ******************** VOICEMAIL: Good day, this is Grace from T-Mobile Number Transfer Center, Tier 2. The reason I'm calling is that I'm currently working your number transfer request with this line _________. We received a response from your old service provider that we need your number transfer PIN to proceed the request. Once you have that needed information, kindly call us back at 877-525-5833 and we are open 24/7 to assist you. ******* PROFANITY; I'll be now releasing myself on the call. :::::::::::: CALL FLOW: Good day! Thank you for answering my call. This is Grace from T-Mobile number transfer center, tier 2. Am I speaking with _________? By the way, please be advised that this call is being recorded for quality assurance and training purposes. If not the BRP,1. Are you trying to transfer a phone number to T-Mobile/ 2. Can you verify the phone number? Just to confirm if I got the number correctly, the port number that you want to transfer is 1234567890. Is this right. AWESOME: REASON: The reason I'm calling you is that we received a response from your old service provider that we need a number transfer pin to proceed the request. Do you have that transfer pin with you? Just to confirm if I got the number correctly, the number transfer PIN is 12345. Is this correct? PERFECT Is this the best time to discuss about the Number transfer Request? GREAT If NO, By any chance, do you still have a copy of your bill form your old service provider? Usually that account is written there. ADVISEMENT: Just a quick reminder, once we receive a confirmation from your old service provider, your number transfer request will be completed right away, but it may take up to 2 hourS. OK? Kindly save any important voicemails you want to keep as your old voicemails box will be deleted and you need to set up a new one. OK? Also, you will receive a confirmation text message from T-Mobile, and once you receive it kindly power cycle the device by turning your device off and on so that the changes take effect. OK? Since I'm contacting you on the number being transferred, the call might disconnect. But don't worry, it's just a part of the process. oK May I place the call on hold for 1 minute while I process the request to make sure the transfer goes through before we end this call. Good news! Your number has been successfully transferred to T-Mobile and it's showing now on the screen. Aside from this, is there anything else I can assist you with? For a quick recap of what we have discussed today. I was able to assist you in transferring your account to T-mobile. Once again, this is Grace, thank you for choosing T-Mobile. Have a great day. ####################### BAN ; 209786492 First Name : Leonida M. Your Rep ID : 1456635 Contact Attempt: 1 Number of Ports Error Code Notification Message 1 5 results are available, use up and down arrow keys to navigate. 6B- FRAUD PROTECTION - CUSTOMER ACTION NEEDED/MUST OK PORT Port In Number/s 806-317-7079 1st Number Called: 806-317-7079 Who did you reached? No Answer or Rings Only Call Details No Answer or Rings Only Is there a 2nd reach number? Yes No 2nd Number Called: 806-577-9493 Who did you reached? Customer or Person Full Name: MIGUEL BASILIO Call Details -spoke with BRP -verify porting number -discussed the reason of call -customer mentioned that he already tried to remove the port protection however AT&T is not letting him -support intervene *** Support notes *** -customer dont want to transfer the phone number anymore and will just keep the temporary number -advise to cancel the request -customer acknowledge -end of call Advised Port Modification Yes Advice for Next Rep: ****************************************** SPANISH: NTC Casework - No Outbound Number of ports: 1 Error Code 1: 8A - ACCOUNT NUMBER INCORRECT Port In Number 1: 340-422-4251 Call Details: > Handled by Casework Spanish > As per memo dated 08/05/2025 10:57:16 memo indicates spanish > route the case into billingual Rep Name & ID: Leonida L. 1456635 ***************** Once we receive a confirmation from your old service provider, your number transfer request will be completed immediately but sometimes it may take up to two hours ok? Second please save any important voicemails that you wanted to keep because your old voicemail box will be all deleted and you need to set up a new one here in T-Mobile. Third you will be receiving a text message from T-Mobile confirming that your phone number has been transferred already and then once you receive that all you need to do is to turn off and turn on your device and your phone number is good to go ok? And then lastly if you're using the phone number that we're going to transfer or the phone number that we're going to replace , this call might get disconnected, but you don't have to worry it is just part of the process. #################################################### VOICEMAIL: Number Transfer Pin Hi it's a great day here in T-Mobile!, This is __________ from T-Mobile number transfer center tier 2 , calling about your number transfer request for the line ________________, we just need your number transfer pin to complete this number transfer request, Please give us a callback at 877-525-5833 and we're open 24/7 to assist you. Thank you and have a wonderful day bye for now! ###################################### SPECIAL SPIEL So CX since you mention that the account owner is not available you can coordinate with him to get the correct information. What do you prefer, you're the one to call us back or you're the one to call you back? What is the best time and best phone number top reach you? Do you have a pen and paper to write down our hotline. Provide direct hotline. Just dial 611 on your t-mobile device to reach our CX care, ACCOUNT NUMBER: Hi it's a great day here in T-Mobile!, This is __________ from T-Mobile number transfer center calling about your number transfer request for the line 123-312-3121, we just need your account number from your old service provider to complete this number transfer request, Please give us a callback at 877-525-5833 and we're open 24/7 to assist you. Thank you and have a wonderful day bye for now! #################### ZIP CODE: Hi it's a great day here in T-Mobile!, This is __________ from T-Mobile number transfer center calling about your number transfer request for the line ________________, we just need your zip code that has been setup on your account on your old service provider to complete this number transfer request, Please give us a callback at 877-525-5833 and we're open 24/7 to assist you. Thank you and have a wonderful day bye for now! ########################## Good day! Thank you for answering my call. This is Grace from T-Mobile number transfer center, tier 2. Please be advised that this call is being recorded for quality assurance and training purposes. May I speak with Kim Allego? IF BRP The reason I'm calling is to verify the correct port number that you're going to transfer to T-Mobile. Correct me if I'm wrong, the port number that you want to transfer is 1234567890. Is this right? Great. Is this the best time to discuss about the transfer? Awesome. For a repeated verification, can you provide the correct account number and NUMBER transfer PIN We received a response from your old service provider that we need your transfer pin to proceed the request. Do you have that transfer pin with you? YES Perfect. If NO, By any chance, do you still have a copy of your bill form your old service provider? Usually that account is written there. ADVISEMENT: Just a quick reminder, once we receive a confirmation from your old service provider, your number transfer request will be completed right away, but it may take up to 2 hours. Kindly save any important voicemails you want to keep as your old voicemails box will be deleted and you need to set up a new one. Also, you will receive a confirmation text message from T-Mobile, and once you receive it kindly power cycle the device by turning your device off and on so that the changes take effect. Since I'm contacting you on the number being transferred, the call might disconnect. But don't worry, it's just a part of the process. May I place the call on hold for 1 minute while I process the request to make sure the transfer goes through before we end this call. Good news! Your number has been successfully transferred to T-Mobile and it's showing now on the screen. Aside from this, is there anything else I can assist you with? For a quick recap of what we have discussed today. I was able to assist you in transferring your account to T-mobile. Once again, this is Grace, thank you for choosing T-Mobile. Have a great day. **************************** BAN ; 209786492 First Name : Leonida M. Your Rep ID : 1456635 Contact Attempt: 1 Number of Ports Error Code Notification Message 1 5 results are available, use up and down arrow keys to navigate. 6B- FRAUD PROTECTION - CUSTOMER ACTION NEEDED/MUST OK PORT Port In Number/s 806-317-7079 1st Number Called: 806-317-7079 Who did you reached? No Answer or Rings Only Call Details No Answer or Rings Only Is there a 2nd reach number? Yes No 2nd Number Called: 806-577-9493 Who did you reached? Customer or Person Full Name: MIGUEL BASILIO Call Details -spoke with BRP -verify porting number -discussed the reason of call -customer mentioned that he already tried to remove the port protection however AT&T is not letting him -support intervene *** Support notes *** -customer dont want to transfer the phone number anymore and will just keep the temporary number -advise to cancel the request -customer acknowledge -end of call Advised Port Modification Yes Advice for Next Rep: ****************************************** SPANISH: NTC Casework - No Outbound Number of ports: 1 Error Code 1: 8A - ACCOUNT NUMBER INCORRECT Port In Number 1: 340-422-4251 Call Details: > Handled by Casework Spanish > As per memo dated 08/05/2025 10:57:16 memo indicates spanish > route the case into billingual Rep Name & ID: Leonida L. 1456635 ####################### Hi thank you for answering, this is grace from T-Mobile Casework Department We are currently working with this number 816-655-1369 and we need a transfer pin. can u help us? I have the customer on the other line his name is Martin Tritico. *************************************************************** Hello Martin, we are trying to call for a representative from AT&T however, we received an IVR Message that they are currently experiencing a high volume of calls and we have to wait for around 40 mins up to an hour for a representative to answer our call. If u want, can u get in touch with AT&T and get a transfer pin and give us a call back once u have it Call us back at 877-525-5833 and we are open 24/7 to assist you.